Patrick Cogny of Genpact explains the reason global pharmaceutical are grasping for global outsourcing partners.

 

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By Patrick Haller

After scouring Latin America for a new hub, the global BPO company Genpact has decided that  Bogota is where its future lies.  Citing an impressive improvement in security, political stability and a high-quality talent pool, Genpact announced yesterday  at a special press conference in Bogota, that it is in the process of building-out 750 square meters in one of the city’s Zona Franca facilities. With a long-term vision that anticipates the hiring of up to 1,500 employees (95% of whom will be Colombian) and an investment of up to $10 million over the next three to five years, Genpact is angling to plant its footprint solidly on the Latin American landscape.

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By Luke Bujarski

“More English, more English, and more English,” exclaimed VP Kapil Rajvanshi from 24/7 Customer during a presentation at this week’s Global Services Summit in Guatemala City. The market here is indeed showing some concerning signs of overheating, as we quickly discovered during talks with the heads of Guatemala’s six BPO families. While saturation and wage inflation is nothing new in Central America, what has Guatemala’s BPO Commission president Herman Lopez deeply worried is the prospect of a race-to-the-bottom price war between the very people put in charge of coordinating a sustainable strategy for the country’s booming BPO cluster.

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Source: Forbes.com

Genpact Ltd., which helps companies manage business processes and technology, said Thursday it agreed to buy EmPower Research, a media and business research company.

Financial terms were not disclosed.

Genpact said EmPower will add expertise and intellectual property to its Smart Decision Services business, which includes analytics, research, reengineering and risk management services. It said Empower has strong capabilities in social media research, media monitoring and measurement.

The company’s services are used by a variety of pharmaceutical companies, public relations agencies, technology firms and consumer packaged goods companies, Genpact said.

The acquisition, which is subject to customary closing conditions, is expected to close by the end of the month. EmPower has about 360 employees based in New York, Bangalore, India, Cincinnati, New Jersey, San Francisco, and London.

In afternoon trading, Genpact shares rose 11 cents to $16.11.

 

 

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Source: TMC.net

Class-action suits have been filed against Bank of America Corporation and American Express in United States courts, portending more trouble for Indian information technology outsourcing firms that are already under the shadow of a potential global economic slowdown.

The cases pertaining to routing customer calls abroad, including to India, have been filed in the last week of July and first week of August in US Superior Court for the State of District of Columbia, US District Court for the State of Columbia and the US Superior Court of California in Alameda County.

Maryland-based law firms Beins, Goldberg & Hennessey and Toomey McKenna Law Group as well as California-based Weems Law Offices, which have filed the cases on behalf of the customers of the financial institutions, contend that by routing customer calls, both BoA and American Express violated Right to Financial Privacy Act and Consumer Protection Act.

Joseph Hennessey, partner at …

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On the Ground at the IAOP LatAm Summit: Our Top Seven Take Aways

Beautiful Cartagena has been the setting this week for a very lively IAOP Summit, hosted by the Colombia chamber of IT and BPO companies, ANDI. Over 400 delegates from about 15 countries have shown up – there is a well orchestrated mix of academic/thought leadership along with spirited, Colombian-style networking. There is little question that this summit is another significant breakthrough for an industry that continues to attract a wider audience, generate more credibility and provide opportunities for more introspection on how to maintain industry sustainability.

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Global delivery head forecasts acquisitions, expansion in LatAm
By Kirk Laughlin

The days of cost arbitrage in the global outsourcing market are numbered, according to Chandra Sekaran, president and managing director of Global Delivery for Cognizant. For global BPO/ITO players to thrive they will need to accelerate their ability to offer “intellectual arbitrage,” where value to the client will be built around domain-level expertise.

So how will Cognizant, with its relatively small presence in Latin America, climb higher on the smartness meter and differentiate itself from rivals? Sekaran explains below.

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Genpact Stays the Course and Rides Above the Mayhem in Juarez

Kirk Laughlin

It might be difficult to find a more complex and troubled metropolitan area anywhere else in the world. Just the name “Juarez” evokes – at least in the mind of the typical CNN-watching American – the thought of unspeakable violence and cruelty. Yet, Juarez is much more than the primary battleground pitting entrenched drug lords against the increasingly vigilant Mexican government. This city of 1.5 million contributes 8% into Mexico’s gross domestic product and has for nearly 40 years become a maquiladora magnet for southbound U.S. manufacturers aiming to leverage lower operating cost and the logistical convenience of crossing easily from El Paso over to Juarez.

In an interview with Genpact’s chief of operations in Juarez, we learn just what it’s like to run an offshore delivery center in arguably one of the riskiest locations on the planet.

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Gartner Outsourcing/ Vendor Management Show Wrap

Much of the new BPO investment is targeted toward Bogota, but Medellin and other cities are also seeing growth.

Several sources confirmed during the Gartner conference that Genpact and Sutherland (a mid-tier global BPO operator)  will soon be announcing plans to set up delivery centers in  Colombia. Genpact has been one of the most active providers in the region over the last few years and the firm’s wheels seem to be turning even  faster this year. Its Guatemala City presence is in the process of  expanding, and the move into Colombia – mentioned as a possibility by Guatemala Country Manager Nitin Bhat during a Nearshore Americas interview in July – seems to reflect careful consideration of how to service both domestic and international clients. (Genpact also maintains facilities in two Mexico cities – Juarez and Caborca).

The recent news that HP will locate a Global Service Center in Medellin was just one of a series of indications that the country is also on the map of tier one players.

We heard no reports indicating that Genpact will scale back or close the Juarez (smack on the U.S. – Mexican border and virtually ground zero in the Mexican government’s battle to quell narco-violence) or Caborca, which is about one hundred miles south of the boundary with Arizona.

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SOURCE: Hindu Business Line

Offshore BPO major Genpact is planning a major ramp-up of its ‘onsite’ presence by doubling the US workforce to 2,000 professionals in the next 2-3 years. It currently has about 1,000 professionals in the US, across functions such as revenue cycle management, mortgage processing and loan modification.

“This whole area of business process management and driving improvement in business processes will demand more onsite presence, more domain-specific capabilities and very high-skilled re-engineering capabilities. I think we need to be closer to our customers when we do this kind of work. So we are very comfortable from a business model and demand perspective, with regard to our hiring plans in the US,” the Genpact President and CEO, Mr Pramod Bhasin, told Business Line.

Of the 1,000 professionals that the company currently employs in America, between 60-70 per …

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